Feedback is an important part of the real time, adaptive enterprise that can react quickly to changes in the environment. However, before an enterprise can manage the experience, it needs to have a customer-centric vision and strategy as well as the right technology tools. Enterprises need the support of customer processes, information, technology and enterprise metrics to deliver it consistently.
A successful CEM methodology will allow seamless and omni-channel communication between the customer and the organization . For every feedback, an automated resolution plan is executed creating a consistent experience across channels. AI ,BI & Analytics empowers a constant improvement culture.